March 2009

Criticality and Impact Analysis

Welcome to the first edition of Incidentals for 2009. This edition of the newsletter focuses on the benefits of configuring Item Criticality levels and Technician skill assignment as well as email request management in LiveTime 5.5.

Contents of the newsletter include:
  • Criticality and Impact Analysis
  • Closing the Loop on Email Request Management
  • Tips and Tricks
  • Partner Update

View Now March 25, 2009


December 2008

Technician Scheduling and Multi-Item Requests

This Incidentals newsletter focuses on the latest additions in LiveTime 5.5 and highlights some of the key benefits of this release such as the ability to schedule Technician work hours and automatically reassign calls.

Contents of the newsletter include:
  • Request Creation and Multi-Item Requests
  • Where has the Quick Call button gone?
  • Technician Scheduling and Availability
  • Public Holidays and SLAs
  • Additional Features
  • Partner Update

View Now December 18, 2008


August 2008

RFC approvers and Customer Contracts

This Incidentals newsletter focuses on the latest additions in LiveTime 5.1 and highlights some of the key benefits of this release such as manager RFC approvals and the ability to provide both block based and time limited customer contracts.

Contents of the newsletter include:
  • Key Changes in 5.1
  • Note Time
  • RFC Approvers
  • Customer Contracts
  • Tips and Tricks
  • LiveTime Training

View Now September 10, 2008


February 2008

This newsletter focuses on Quick Calls and how to use them effectively to save time when performing repetitive tasks. This feature has evolved from a simple 'request - solution' template, to include workflow, team impact assignment and group templates.



Contents of the newsletter include:
  • Effective use of Quick Calls
  • Quick Call Groups
  • What's New @ LiveTime
  • Tips and Tricks
  • What's coming
  • Partner Update

View Now March 11, 2008


November 2007

Surveying Customer Sentiment

This newsletter focuses on Customer Surveys, and provides an overview of how surveys can be used within LiveTime to assess customer sentiment. Surveys are key performance indicators of the level service delivered by the Service Desk, and enhance customer satisfaction, support efficiency and cost effectiveness. Measuring end-user satisfaction relative to service desk goals can also assist in determining staff levels and training requirements, budget allocations, outsourcing strategies, IT strategy and rewards for service desk managers and staff.

Contents of the newsletter include:
  • Surveying Customer Sentiment
  • Real Time Surveys
  • Customer Satisfaction Surveys
  • Feedback and Analysis
  • Conclusion
  • Tips and Tricks
  • What's coming
  • Partner Update

View Now November 30, 2007


September 2007

Customers: Keeping in touch

Professional support teams are often frustrated by the customer's inability to follow-up their own support issues. Be it a customer searching and applying a pre-existing solution from the Knowledge base or responding to a Technician's request for further information related to the customers support request. The September Edition of the newsletter focuses on the most effective ways of staying in touch with customers using some of the new features in LiveTime 5.0 such as Live Chat and Surveys.

Contents of the newsletter include:
  • Customers: Keeping in touch
  • Live Chat
  • RSS Feeds
  • Customer Surveys
  • Tips and Tricks
  • What's Coming
  • Partner Update

View Now October 12, 2007


July 2007

Managing Customer Expectations

In non-ITIL automated environments the capacity for support staff to foster any form of job satisfaction becomes virtually impossible. On the other side, customer confidence and loyalty is jeopardized if there are no clear parameters outlined in relation to the support operation. Without such information how do customers know if the service is better than expected?

Contents of the newsletter include:
  • Managing Customer Expectations
  • All About SLA's and SLM
  • Next Release
  • Partner Update
  • More about SLA's

View Now August 15, 2007


May 2007

Cracking the mystery: The logic behind Technician Assignment

For some it is considered a mystery, and others view the assignment of technicians to service requests as plain illogical. However, it is with confidence that we assure you, that although there appears to be little or no logic behind request assignment, LiveTime applies business rules across multiple facets of the system to ensure the right person is allocated a service request.

Contents of the newsletter include:
  • Technician Assignment
  • Tips & Tricks
  • Next Release
  • Partner Update
  • ITIL Version 3

View Now May 21, 2007


March 2007

Where have all the help desks gone?

Well, just as the biggest help desk show in the United Kingdom has updated its name and acronym from HITS (Help Desk and IT Support Show) to SITS (Service Desk and IT Support Show), it looks like help desks are evolving into service desks. This month we take a look at the reasons behind this.

Contents of the newsletter include:
  • From Help Desk to Service Desk
  • Tips & Tricks
  • LiveTime Out and About
  • Next Release
  • The Cost of non-automated processes

View Now March 5, 2007


January 2007

Newsletter Re-launched as LiveTime Incidentals to be published Bi-monthly

Due to popular demand, the LiveTime Newsletter has been re-launched as a bi-monthly Web based edition. As always, LiveTime encourages customer suggestions and feedback, so if there are topics that you would like to see covered by Incidentals, please forward your suggestions to editor at livetime.com. Contents of the newsletter include:
  • Analyze This!
  • How does your Solution Knowledge Base grow?
  • Proposing Solutions to Customers
  • The Power of the Analysis Tab
  • Next Release
  • ITIL Crash Course

View Now January 16, 2007


Q2 2006

LiveTime Service Manager 4

This quarter we are pleased to announce LiveTime Service Manager 4 has achieved four process ITIL certification from Pink Elephant. This best practices framework ensures our customers can deliver high quality customer service and support with assured regulatory compliance and efficiency. Contents of the newsletter include:
  • Case Study: Wilson County Schools meet tomorrow's needs today with LiveTime Help Desk
  • How to Configure and Use OLA's and SLA's
  • ITIL Verification for LiveTime
  • Tips and Tricks
  • Product Update: LiveTime Service Manager 4, LiveTime Help Desk and Support Desk 4.1
  • Partner Update: Mexon Technology

Download (550 KB) June 27, 2006


Q1 2006

ITIL, the CMDB and you

This quarter we are pleased to announce the impending ITIL certification for LiveTime Service Manager 4, our new service management offering to be released in May. We have also introduced a new line of service appliances based on new Sun hardware and have released LiveTime Discovery, our automated network discovery, compliance and auditing solution. Contents of the newsletter include:
  • ITIL, the CMDB and you
  • Case Study: HWL structure support processes with LiveTime Help Desk
  • How to Configure and Use Item Identifiers
  • ITIL Verification for LiveTime
  • Product Update: LiveTime Discovery, LiveTime Appliances
  • Entity Relationships within LiveTime 3.7

Download (932 KB) March 27, 2006


Q4 2005

LiveTime Service Management Appliance

This quarter has been busier than usual for LiveTime, with a number of new product releases. LiveTime has announced the Service Management Appliance, featuring plug and play operation and fault tolerance. We have also released version 3.7, with new project management functionality. Our newsletter also talks about the List View enhancements and how they can be utilized to increase your productivity. Contents of the newsletter include:
  • Compose reports success with LiveTime
  • Effective use of List Views
  • Partner Update
  • LiveTime Appliance now available
  • Tips and Tricks

Download (384 KB) December 7, 2005


Q3 2005

Effective Use of List Views

This quarter has been very active for LiveTime with version 3.6 now in general availability and 3.7 scheduled for early Q4. The move to a centralized CMDB for all assets has been very positive, and many are seeing the benefits of this already. Our newsletter talks about some of these improvements and what is coming in 3.7. Contents of the newsletter include:
  • Compose reports success with LiveTime
  • Effective use of List Views
  • Partner Update
  • LiveTime Appliance now available
  • Tips and Tricks

Download (208 KB) September 7, 2005


Q2 2005

ITIL Terminology

This quarter is going to be a an exciting one for LiveTime users with the release of version 3.6 which focuses on features, specifically changes in terminology along ITIL guidelines. Our newsletter talks about some of these improvements. Contents of the newsletter include:
  • LiveTime Passes the UNBC test with distinction
  • Active Directory and LDAP setup
  • When is a Asset not an Asset?
  • What's planned for 4.0
  • Tips and Tricks for version 3.5

Download (156 KB) June 5, 2005


Q1 2005

Customization and Control

This quarter is going to be a an exciting one for LiveTime users with the release of version 3.5 which promises whole new levels of customization. Our newsletter talks about some of these improvements as well as our roadmap to ITIL certification. Contents of the newsletter include:
  • LiveTime Support and LiveTime Help Desk version 3.5 due in February
  • Understanding the benefits of LiveTime's Web Services API
  • MTC chooses LiveTime to centralize support, deliver better customer service and to streamline R&D.
  • What's coming in version 3.6

Download (144 KB) January 19, 2005


Q4 2004

Newsletter Launched

Through this publication we aim to deliver news and articles of relevance to you, our customer and trust you will find it a useful and interesting source of information.

Our goal is to help you get the most from your investment. In each edition you will find tips and tricks, interesting "how-to's" and a regular "focus on a feature".
  • Everybody's Hometown converts to LiveTime for Advanced Functionality
  • Users Choice Awards
  • Hot Tips and Tricks
  • Asset Life-cycle Management in LiveTime
  • What's coming in 3.5

Download (320 KB) October 11, 2004



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